These are the Terms and Conditions on which we supply services to you. Please read these Terms carefully before you engage with us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.

  1. Information About Us and How To Contact Us

    • 1.1 Who we are. Trichology UK Limited (trading as Root Cause Clinical) is a company registered in Scotland with Company Number SC606612 and its registered office at 60 St. Enoch Square, Glasgow, United Kingdom, G1 4AG (“Root Cause”, “we”, “us” or “our”).
    • 1.2 How to contact us. You can contact us by telephoning our customer service team by writing to us at info@rootcauseclinical.com
    • 1.3 How we may contact you. If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
    • 1.4 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
  2. Our Services

    • 2.1 Root Cause Clinical is a private consultation platform through which you can arrange video, audio, in-person or in-clinic consultations between you and a qualified trichologist (a “Practitioner”) in order for you to receive professional advice in relation to hair loss and scalp health treatment. We may also refer you to a complementary service such as ascalp surgeon, nutritionist, counsellor or other specialists. We own and operate www.rootcauseclinical.com.
    • 2.2 It is your sole responsibility to assess whether our services are suitable and/or sufficient for your needs.
    • 2.3 Although Root Cause Clinical arranges the appointments, we are not responsible for any advice provided by the Practitioner to you. The Practitioners are independent professionals and are individually responsible for any advice which they provide to you. The Practitioners are not employees of Root Cause and we do not warrant the content of any treatment delivered by a Practitioner to you and we are not liable for their actions or omissions. We do however have a standard for all practitioners to operate from, including Continuing Professional Development. Our CRO may review client diagnosis reports and, if you wish a second opinion, can be contacted on info@rootcauseclinical.com.
    • 2.4 Any information provided by Root Cause Clinical (whether displayed on the website or otherwise) is informative only and does not constitute a medical diagnosis. We are not responsible for any errors or omissions in correspondence or published material. Our services are not a substitute for a doctor and should not be used in a medical emergency. If you have any concerns, please contact a doctor without delay.
  3. Our Contract With You

    • 3.1 Setting up an account. By registering with Root Cause Clinical, whether through this website and/or any mobile and/or tablet made available from time to time, you are deemed to have accepted these terms in full, along with any other policies which are published and made available from time to time on our website.
    • 3.2 How the contract between you and Root Cause is formed. When you book your online appointment and make payment, this constitutes an offer to us. You are responsible for ensuring the details you provide are complete and accurate. Our acceptance of your order will take place once we email you to confirm your appointment, at which point a contract will come into existence between you and us. This booking is generated through our management software which is ingretated to our financial software.
    • 3.3 If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the services. We will refund any sums you have paid in advance for the services as soon as reasonably possible. Our financial controller is laura@soundbookkeepingservices.co.uk.
    • 3.4 We do provide services to children under the age of 18, but only certain trichologist offer this service and they will have relevant disclosure or equivalent. We will request a nominated adult attends and/ or provides consent.
  4. Providing the Services

    • 4.1 Although we make reasonable efforts to provide you with an appointment within a reasonable time frame (48 hours post completion and submission of our pre-consultation survey), there is no guarantee that an appointment will be provided within a specific time frame and any appointment is subject to the availability of Practitioners.
    • 4.2 We are not responsible for delays outside our control. If our supply of the services is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any services you have paid for but not received.
    • 4.3 If you do not allow us to provide services. If you do not keep your appointment to allow us to perform the services as arranged, we will not refund any sums you have paid in advance for the services. If, despite our reasonable efforts, we are unable to contact you, we may end the contract and clause 2 will apply. We operate a values-led business, so if there is a reasonable reason for not attending your appointment we will of course discuss directly. We are happy to reschedule your appointment (only on one occasion) at no fee if given sufficient notice (48 hours).
    • 4.4 What will happen if you do not give required information to us. We may need certain information from you so that we can supply the services to you, for example, the information required in our pre-consultation survey, to ensure we can progress the consultation. If so, this will have been stated in the description of the services on our website. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the services late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
    • 4.5 How we may use your personal information. We will only use your personal information as set out in our privacy notice.  We are a client-focused organisation and value the importance of controlling your health journey.  We care about the science and we will work in partnership with clinicians and researchers with the aim of learning more about hair loss and scalp health, but we will never disclose your personal details – your name, address and email.
    • 4.6 Accuracy of personal information. You will own all right, title and interest in and to your personal information and you have sole responsibility for the reliability, integrity, accuracy and quality of the information you provide to us.
  5. Prices and Payment

    • 5.1 Payment. We charge you when you book your appointment. This secures your appointment.
    • 5.2 Where to find the price for the services. The price of the services (which is VAT exempt as we provide health care/ medical advice) will be the price indicated on the website when you arrange your appointment. We take all reasonable care to ensure that the price of the services advised to you is correct.
    • 5.3 We do not need to pass on changes in the rate of VAT as we are exempt.
    • 5.4 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the services we offer may be incorrectly priced. If the correct price for the services at your order date is higher than the price stated to you, we will contact you before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract and refund you any sums you have paid. We will also apologise, accepting full responsibility and discuss directly with you.
    • 5.5 When you must pay and how you must pay. We accept payment with debit, credit or other online payment methods that Stripe Inc. API integration accepts. Unfortuantely, we are unable to accept any payment for the services through medical insurers of any kind. You must make an advance payment of 100% of the price of the services, before we start providing them and to secure each appointment.
  6. Your Right To Change Your Mind

    • 6.1 For most of our services, you have 14 days after the date we send you a confirmation email to change your mind and cancel our services and before 48 hours of your consultation, but you lose the right to cancel any service when it's been completed (and you must pay for any services provided up the time you cancel). This means you cannot change your mind after your appointment has taken place, even if your appointment is less than 14 days after the date you receive our confirmation email. For consultations that require genetic testing you are unable to cancel your appointment once you have received notification that your genetic kit has been posted to you.
    • 6.2 If you wish to make a change to the services you have requested, please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the services or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you can end the contract.
  7. Our Right to Make Changes

    • 7.1 Changes we can always make. We can always change a service:
      • to reflect changes in relevant laws and regulatory requirements; or
      • to make minor technical adjustments and improvements, for example to address a security threat, provided these changes don't affect your use of the service.
    • 7.2 Changes we can only make if we give you notice and an option to terminate. We can also make other types of change to the service or these terms, but if we do so we'll notify you. If you don’t agree to these changes, you can contact our Customer Service Team to end the contract before the change takes effect and receive a refund for any services you've paid for in advance, but not received.
    • 7.3 Reasons we may suspend the supply of services to you. We may have to suspend the supply of services to:
      • deal with technical problems or make minor technical changes; or
      • update the services to reflect changes in relevant laws and regulatory requirements; or
      • make changes to the service.
  8. Our responsibility for loss or damage suffered by you

    • 8.1 We will take reasonable care. We will provide the services to you in accordance with these terms and with reasonable skill and care. However, we do not warrant that your use of our website and your video consultation will be uninterrupted or error-free. We will not be liable for damage which was caused by you failing to have in place the minimum system requirements advised by us.
    • 8.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractor or for fraud or fraudulent misrepresentation.
    • 8.3 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill.
    • 8.4 We don't compensate you for all losses caused by us or our services. We are not responsible for any loss or damage that is not foreseeable. This means, we will not be liable or losses your suffer if it was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it. We will not be liable for any loss or damage suffered by you or any third party in the event that any information you provide to us or a Practitioner is inaccurate, false or erroneous in any way.
    • 8.5 We are not liable for business losses. We only supply the services for domestic and private use. If you use our services for any commercial or business purpose, we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
    • 8.6 Our total responsibility you. Our total aggregate liability in contract, delict (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise, arising in connection with the performance or contemplated performance of the contract between us shall be limited to the amount you have paid to us in the 12 month period prior to the date of the event giving rise to the relevant claim.
  9. If there is a problem with the services

    • 9.1 How to tell us about problems. If you have any questions or complaints about the services, please contact us. You can contact our customer service team by writing to us at info@rootcauseclinical.com. Please be assured we want your experience to be positive, and we will always endeavour to manage expectations and ensure we deliver our service to what we set out.
    • 9.2 Summary of your legal rights. We are under a legal duty to supply services that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.
      • Summary of your key legal rights
        • This is a summary of your key legal rights. These are subject to certain exceptions.
          • a) You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it.
          • b) If you haven't agreed a price beforehand, what you're asked to pay must be reasonable.
  10. Your rights to end the contract

    • 10.1 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any services which have not been provided and you may also be entitled to compensation. The reasons are:
      • we have told you about an upcoming change to the services or these terms which you do not agree to ;
      • we have told you about an error in the price or description of the services and you do not wish to proceed;
      • there is a risk that supply of the services may be significantly delayed because of events outside our control;
      • we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 14 days; or
      • you have a legal right to end the contract because of something we have done wrong.
    • 10.2 Ending the contract where we are not at fault. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. A contract for services is completed when we have finished providing the services and you have paid for them. If you request to end the contract before it is completed, we will refund any sums paid by you for products not provided but we may deduct from that refund reasonable compensation for the net costs we will incur as a result of your ending the contract. You cannot end a contract after it has been completed.
    • 10.3 How we will refund you. We will refund you the price you paid for the services by the method you used for payment. However, if we are not at fault, we may deduct from any refund reasonable compensation for the net costs we will incur as a result of your ending the contract or breaking the contract. We will make any refunds due to you as soon as reasonably possible. Your refund will be made within 14 days or sooner of your telling us you have changed your mind.
  11. Our rights to end the contract

    • 11.1 We can withdraw services. We can stop providing a service. We let you know at least 7 days in advance and we refund any sums you've paid in advance for services which won't be provided as soon as reasonably possible.
    • 11.2 We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
      • you do not make any payment to us when it is due and you still do not make payment within 7 days days of us reminding you that payment is due;
      • you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the services, for example, our pre-consultation survey;
      • if you do not keep your appointment to allow us to perform the services as arranged;
      • you act in an inappropriate manner towards any Practitioner or any employee, consultant, adviser and/or officer of Root Cause. Inappropriate behaviour may include but is not limited to threatening, abusive, offensive behaviour; foul language; and inappropriate use of our services within our reasonable opinion; or
      • we believe you are not a genuine client, for example, a competitor.
  12. Other Important Terms

    • 12.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
    • 12.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
    • 12.3 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
    • 12.4 This contract constitutes the entire agreement between us. These terms constitute the entire agreement between you and us extinguishes any previous agreements, assurances, warranties, representations and understandings between us, except as provided by law. When entering into the contract, you should not rely on any statement or representation which is not included in these terms. The rights and remedies provided under these terms are in addition to, and not exclusive of, any rights or remedies provided by law.
    • 12.5 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
    • 12.6 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the services, we can still require you to make the payment at a later date.
    • 12.7 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by Scots Law and you can bring legal proceedings in respect of the products in the Scottish courts. If you live in England, Wales, or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
    • 12.8 We care about the science of hair. We will work in partnership with clinicians and researchers with the aim of learning more about hair loss and scalp health. But we will never disclose your personal information – name, address and email.
    • 12.9 Our trichologist provides independent advice. In our report we will offer a diagnosis and may, if appropriate, provide recommendations. If this includes a specific product and our practitioner has a commercial relationship we will be transparent about this and always offer alternatives. If you wish a second opinion, our CRO can be contacted on info@rootcauseclinical.com
    • 12.10 Our clients will remain supported. We will invite clients who have had a consultation to a private Facebook group where our trichologists can engage and inform as part of the Root Cause family.

For enquiries please contact our Data Controller on info@rootcauseclinical.com